Role Description The Help Desk Representative is responsible for handling the Care Center’s inbound calls, primarily from technicians in the field, and making outbound calls ranging from routine requests to complex situations requiring resourcefulness, professionalism, and efficient resolution simultaneously. Tasked with providing stellar internal and external client service, the Specialist, Technical Services will uphold Smart Start’s credible reputation in the alcohol monitoring community. - Answer incoming calls, primarily from Smart Start’s client facing technicians in the field, and respond appropriately. - Provide product and service information to callers and clients. - Identify, research, and resolve clients’ complaints using applicable resources appropriately. - Partner internally and externally with a positive and collaborative attitude and professional communication. - Identify and escalate issues appropriately. - Route calls to appropriate resources. - Conduct follow up client calls when necessary. - Upsell products, programs, and services to existing clients. - Complete call logs and reports. - Manage correspondence efficiently, responding to inquiries accurately, and tracking issues accordingly. - Analyze, consolidate, validate, enter, and track data. - Organize and maintain records and filing systems. - Gather data from multiple technology systems. - Handle documents utilizing various office equipment. - Adhere to company policies, procedures, and expectations of confidentiality. - Provide general Care Center support as needed. - Perform other duties as assigned. Qualifications - High school diploma or equivalent - 6+ months relevant experience - Computer skills including Microsoft Office suite: Word, Excel, and Power Point - Professional verbal, non-verbal, and written communication skills - Strong attention to detail and sense of urgency for successful multitasking - Courteous yet courageous interpersonal skills - Adaptability and resourceful thinking for potentially challenging or high stress situations - Self and audience awareness Requirements - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. - While performing the duties of this position, the employee is regularly required to talk or hear. - The employee frequently is required to use hands or fingers to handle, or feel objects, tools or controls. - The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. - The employee must occasionally lift and/or move up to 25 pounds. - Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. - The noise level in the work environment is usually moderate. Benefits - A comprehensive health plan that includes medical, dental, and vision coverage to ensure you and your family have access to the care you need - A 401(k)-retirement plan with a generous company match to help you save for your future and achieve your financial goals - Other fringe benefits including Birthday & Anniversary bonus, company-wide discounts, life insurance, Telemedicine access, short & long-term disability, and more! - Positive work environments that offer work/life balance and professional growth - Mission-driven work making a global impact with local roots - The opportunity to have hands on work experience with industry leading, innovative technology

Role Description Peraton Health, State and Local Sector is seeking a Facets Architect to support the modernization of CMS Claims Processing systems. This role is responsible for designing, implementing, and optimizing Facets platform deployments on Amazon Web Services (AWS) infrastructure in support of CMS Medicare operations. The Architect will serve as the technical lead for Facets implementation initiatives, providing end-to-end architectural guidance from infrastructure provisioning through application configuration and integration. This individual will work within a persistent, collaborative Agile development team and interface directly with CMS stakeholders to ensure solutions meet regulatory, performance, and security requirements. The ideal candidate combines deep expertise in Facets platform architecture with hands-on AWS cloud engineering experience, enabling the design of scalable, secure, and HIPAA-compliant solutions for high-volume Medicare claims processing environments. This position requires staying current with industry trends in cloud-native healthcare IT, claims processing modernization, and CMS regulatory changes to continuously improve system architecture and operational efficiency. - Lead the architecture, design, and implementation of Facets platform environments on AWS, including compute (EC2, ECS), storage (S3, Oracle), and networking (VPC, Direct Connect) components. - Design and maintain cloud infrastructure using Infrastructure-as-Code (IaC) tools such as AWS CloudFormation and Terraform to enable repeatable, automated environment provisioning. - Architect scalable and highly available solutions for Medicare claims processing, ensuring compliance with CMS performance requirements, HIPAA security standards, and FedRAMP controls. - Configure and optimize Facets platform modules including Claims Adjudication, Membership/Enrollment, Provider Network Management, Benefits Configuration, and Pricing Engine components. - Design integration architectures for EDI transaction processing (X12 837, 835, 834) leveraging AWS services such as Lambda, SQS, SNS, and Kinesis for event-driven workflows. - Establish and maintain CI/CD pipelines for Facets application deployments using DevSecOps best practices, containerization (Docker/EKS), and automated testing frameworks. - Collaborate with CMS stakeholders, business analysts, and development teams to translate Medicare regulatory requirements into technical architecture decisions and system configurations. - Provide technical leadership and mentorship to development team members on Facets platform capabilities, AWS cloud services, and healthcare IT best practices. - Design and implement monitoring, logging, and alerting solutions using AWS CloudWatch, CloudTrail, and GuardDuty to ensure system health, security compliance, and batch cycle reliability. - Support high-volume batch processing operations including overnight claims adjudication cycles, capitation runs, and eligibility file processing with performance optimization. - Develop and maintain architecture documentation, system diagrams, runbooks, and technical specifications for all Facets-on-AWS implementations. - Participate in technical design sessions, sprint planning, and architecture review boards to ensure alignment with enterprise standards and CMS directives. - Troubleshoot complex production issues spanning Facets application logic, Oracle database performance, and AWS infrastructure, providing root cause analysis and remediation. Qualifications - Minimum of 12 years with BS/BA or a Minimum of 10 years with MS/MA. - 8+ years of hands-on experience with Facets platform, including configuration, implementation, and administration across Claims, Membership, Provider, and Benefits modules. - 5+ years of experience designing and implementing solutions on Amazon Web Services (AWS), including EC2, EKS, RDS, S3, Lambda, VPC, Terraform, and IAM. - Strong experience with Oracle RDBMS including stored procedures, performance tuning, query optimization, and database architecture in the context of Facets implementations. - Demonstrated experience with healthcare claims processing systems. - Experience with EDI transaction standards (X12 837, 835, 834) and healthcare interoperability protocols (HL7, FHIR). - Proficiency in Infrastructure-as-Code (Terraform, CloudFormation) and DevSecOps practices including CI/CD pipeline design and automated deployment. - Experience with containerization technologies (Docker, AWS ECS/EKS) and microservices architecture patterns. - Strong understanding of HIPAA Security Rule, FedRAMP, and CMS security requirements for cloud-hosted healthcare systems. - Agile/SCRUM methodology experience, preferably within SAFe (Scaled Agile Framework) environments. - Experience with monitoring and observability tools (CloudWatch, Splunk, or equivalent) for enterprise healthcare applications. - Familiarity with Windows Server administration as it relates to Facets platform hosting and operations. - Must be able to achieve Public Trust clearance. - US Citizen. Preferred Qualifications - AWS Certified Solutions Architect (Associate or Professional) certification. Company Description Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Target Salary Range $176,000 - $282,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. EEO EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

• Provides first-contact technical support via phone, email, and chat, aiming for quick resolution of user issues. • Involves efficiently managing the ticket queue to meet Service Level Agreements (SLAs). • Escalating complex problems to higher-tier support (Tier 2/3). • Consistently delivering excellent customer service while representing the IT department professionally. • Manage the ingress of incident/request calls and tickets using designated approved phone and ticket system solutions by following established routing and workflow procedures. • Ensure generated incident/request tickets contain all required and necessary information, notes, and correctly assign tickets to appropriate support personnel. • Identify, analyze, and resolve first contact issues via telephone, chat, and email, and escalate issues to Tier 2 and 3, or other support personnel when necessary. • Work with the other Help Desk Technicians, IT Operations Technicians, and other Support Personnel when possible to gain a greater understanding and insight into the resolution of technical problems. • Provide positive interaction with customers, peers, and leadership to ensure a pleasant and productive communication and service experience. • Provide outstanding customer service to optimize enterprise-wide productivity. • Build strong working relationships with fellow Help Desk Technicians, IT Operations Technicians, and other Support Personnel to ensure a high quality of service to end users. • Be proactive: analyze situations to determine and implement permanent corrective actions.

• Provide technical information architecture and solution design expertise in support of large-scale infrastructure modernization initiatives. • Conduct comprehensive architecture assessments • Develop solution designs • Prepare architecture documentation • Support infrastructure transformation projects • Collaborate with stakeholders, technical specialists, infrastructure teams, and service providers